CapCut Pro Not Working After Purchase

Hi,

We are sorry you are facing this issue let us go step-by-step to help you regain access to your CapCut Pro features and resolve the loading/exporting problem.

Here's a breakdown of potential causes and solutions for your CapCut Pro subscription not working and projects getting stuck:

1. Verify Your Subscription and Account:

• Check Payment Confirmation: Ensure the payment for R129 went through successfully. Look for a receipt in your email or your app store's purchase history (Google Play for Android, Apple App Store for iOS).

• Make sure the payment went through and the subscription is active:

  1. On iPhone:

     • Go to Settings > Apple ID > Subscriptions.

     • Find CapCut Pro and confirm it says Active.

  2. On Android:

     • Go to Google Play Store > Profile > Payments & subscriptions > Subscriptions.

     • Confirm CapCut Pro is active.

   

• If it’s not showing up, you might have subscribed with a different Apple ID/Google account.

• Restore Purchase:

  • Open CapCut.

  • Tap on your profile icon (top left).

  • Tap “Restore Purchases” (at the bottom of the Pro page).

  • Wait for confirmation — this will link your purchase to the app.

• Log Out and Log Back In: Sometimes, simply logging out of your CapCut account and logging back in can refresh the subscription status. Make sure you're using the exact same account (email, Google, TikTok, Facebook) that you used to purchase the Pro subscription. Many users have found that their Pro subscription was linked to a different account than they typically use.

• Clear Cache (Mobile):

  • Android: Go to your phone's Settings > Apps > CapCut > Storage & Cache, then tap "Clear Cache."

  • iPhone: You'll generally need to uninstall and reinstall the app to clear the cache, but ensure your projects are backed up or saved to the cloud first.

2. Address Project Loading/Exporting Issues (8% or 20% stuck):

• Internet Connection: A stable and strong internet connection is crucial for loading projects (especially if they contain cloud-synced assets) and for exporting, as some Pro features might require online verification.

• Insufficient Storage: Exporting videos, especially with Pro features, can require significant free storage on your device. Check your device's available storage and clear up some space if needed.

• Outdated App/OS: Ensure your CapCut app is updated to the latest version. Also, check if your phone's operating system (Android or iOS) has any pending updates.

• Optimize Export Settings: If you're trying to export, try lowering the resolution or frame rate of your video. For example, if you're trying to export in 4K or 60fps, try 1080p or 30fps as a test. This can reduce the processing load.

• Close Background Apps: Other apps running in the background can consume system resources, affecting CapCut's performance. Close unnecessary applications before using CapCut.

• Disable Hardware Acceleration (PC) : If you're using CapCut on a desktop, sometimes disabling hardware acceleration in the settings can resolve export issues. This depends on your system and CapCut version.

• "Convert to Compound Clip" / "Pre-process Compound Clip" (PC workaround): Some users have reported a workaround on PC where, if export is blocked, you can select all items on your timeline, right-click, choose "Convert to Compound Clip," then right-click again and select "Pre-process Compound Clip." The fully processed clip might then be found in your draft folder. This is a bit of a hack, but worth noting if you're on a PC.

• Recreate/Simplify Project: If a specific project is causing issues, try recreating it with fewer complex effects or elements, or try exporting smaller sections to identify if a particular part is problematic.

• Reinstall CapCut: As a last resort, if none of the above work, you might consider uninstalling and reinstalling CapCut. IMPORTANT: Before doing this, ensure your projects are backed up to the CapCut cloud or exported as drafts if possible, as local projects might be lost.

Still Can’t Export? Try This:

• Start a new test project (don’t use the existing stuck one).

• Add a basic video and try to export it.

• If it works, the issue might be with your project file, format, or media used (e.g., corrupted video clips).

3. Contact CapCut Support:

If you've tried all the troubleshooting steps and still can't access your Pro features or export videos, you'll need to contact CapCut's customer support directly.

• Provide Details: When contacting CapCut, be sure to include:

  • Your account information (the email/login method used).

  • Proof of purchase (screenshot of your R129 payment receipt).

  • A detailed description of the issue (e.g., "Pro features not accessible," "project stuck at 8%/20%," "export button grayed out").

  • Screenshots or screen recordings of the problem if possible.

  • Info about your device model, OS version, and CapCut version.

  • Mention project loading stuck at 8% or 20% and can’t export.

• How to Contact: Write an email to [email protected]

It is crucial to ensure your account recognizes the Pro subscription. Start with verifying your login and trying the "Restore Purchase" option.